About This Job

Location

The Service Delivery Lead plays a vital role in creating long-term and healthy service provider - customer relationships. The key responsibility is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. To drive and manage and oversee the daily operation to credit and meet both internal and external service delivery SLAs.

How you'll contribute:

To oversee the daily operation of credit bureaus once set up is completed

To set and manage performance scorecards by ensuring smooth operations and efficient/effective delivery of customer service level commitments

To set and monitor operations budget, and support finance team in control of expenditure against budget

To ensure staffing levels are met and managed

To implement and communicate operational strategies, solutions and approaches are in line with the local country business plan and expansion

To maintain high corporate governance and ensure policies and procedures are followed

To implement relationship management with government, shareholders, subscribers and vendors

To develop capabilities in country through structured coaching plans and people management

Support sales revenue target thru exceeding service delivery and SLAs

Cultivating Member relationship and optimize potential solutions

Manages and facilitates process improvement in all areas with a focus on strategy, execution, competitive improvement and innovation.

Leverage and apply best practices from other emerging markets

Responsible for the over-all direction, coordination , implementation, execution, control and completion of specific projects ensuring consistency with company strategy, commitments and goals

Ability to communicate verbally, in writing and through presentations, is required to be able to facilitate individuals and groups to be an active member of the management team

Perform other related duties as assigned.

Duties and Responsibilities:

The duties and responsibilities described above are the essential functions of the job. The qualifications below are representative of the knowledge, skills, and/or abilities required.